Country Home Products

I bought a brand new DR Field and Brush Mower PRO XL30 and paid $3,305.48 for including extended warranty & shipping/receiving. The DR Power equipment first send me a broken machine while I paid for brand new machine. Then later they sent me a machine where engine parts were not properly lubricated when assembled. I filled the oil to full dip stick level and gas,. The machine only ran 5 minutes and then stopped. When I called them, they said may be this was exception one piece where DR Power did not lubricate the machine enough. When I asked for full refund, they are trying to deduct the engine and shipping cost and not giving me full refund. of $3305.48.

Below is their reply:
Thank you for contacting DR Power Equipment,??So after talking to the *** certified shop who tore the engine down to determine why it failed. They informed us, it was due to lack of lubrication or not a sufficient amount of oil which caused damage to the top end in the cylinder and also the lower end rod with no signs of oil leaks or oil consumption. So there is going to be 2 options for you, the first (if you want to keep the brush mower) we can sell you an engine at a discount price of $325.50 plus the shipping cost and you would need to pay for the labor of the engine installation. The other option, if you want to return it you can, but it would be minus the cost of the engine and you would have to pay the return shipping for the unit which could be upwards of $700.00. If you would like, you can call in and speak with a customer service rep about your options, and they will have more details for you. I am very sorry for any inconvenience to you. I have provided our contact information below, thank you and have a great day.??Customer Service Hours:

Hi,
I ordered a Dr Lawn and Leaf Vac in April of 2019.
During the shipping process my lawn tractor died and I decided to return the lawn and leaf vac. They shipped the vacuum hose to my home and the unit with the engine to a shipping depot near me.

The return or restocking fee was 198.00 both ways.

I got the financing through ***. This was interest free for one year.
Country home products bookkeeping is not very straight forward. Instead of crediting me the full amount of around $1200.00, they did fancy bookkeeping in house where they somehow deducted the restocking fee from the credit for the item. Well it was very confusing so I disputed the account several times. I paid the $399.00 restocking fee but I kept getting an invoice for over $200.00. It is now at around $300.00 in late fees.
I finally called *** today and demanded to speak to someone who knows what is going on. They finally told me that when country home products aka dr power credited me back for the equipment they were off by $21.00. I am being charged $300.00 In late fees because country home products under credited my account. Had I known this I would have paid the damn $21.00. And now I owe $300.00 in late fees on something I do not have. I am angry because I called country home products several times asking them to fix this. So far they have done nothing.

This company frequently sends out catalogs announcing sale prices but they do not honor those prices when a customer calls to place an order. An example of this is their current Late February and March catalogs in which *** are advertised from $49.99 to 79.99. When I called to place an order, I was told that the cost was $139 but their website indicated $119. This is the second time that I've encountered this practice with this company. A few months prior to this, I called to order a burn cage that was advertised for $499 but was told that it would cost $549 because it was not on sale. When I told their representative that I was holding their current catalog in which it was advertised for $499, I was told that it was a mistake and the price was $549. One occurrence of this might be a mistake and understandable, twice in a row indicates deceptive practices and false advertising.

This issue could be categorized under a number of different complaint types, including "Advertising Issues" and "Contract Issues." I placed an order to purchase the DR Power Walk-Behind Leaf and Lawn Vacuum, PRO (manual start) on 10/10/2019. After placing multiple calls to DR Power to check on the status, I was finally told that a part was on back-order (this was not communicated when ordering). The machine finally arrived on 12/19/2019, more than two months later and after the fall leaf season was over. After using the machine once it became very clear to me that it did not effortlessly clean up leaves like DR's videos and the website advertise (featuring fake leaves). Also, the only two reviews on the DR Website are from DR employees which provide a misleading view of how the machine performs. Before placing the order, I called to confirm the availability of DR's "1-Year Hands on Trial," and I was told that it did apply to the vacuum. I was not told during that call, however, that it would cost me in excess of $560 if I chose to return it (29% of the cost of the $1,899.99 machine). When I later questioned this "policy" it took the customer service rep over 10 minutes to even locate the language on the website and explained that the website was recently changed. If an employee can't find the relevant language, how can an average consumer? In fact, I haven't been able to find any formal terms and conditions of sale on the website so they can't be clear conspicuous as required. Furthermore, the equipment was picked up for return on Friday, 1/10/20 and just today (1/27/20) my credit card was billed for the $560 WITHOUT a credit for the machinery. I was told that the delayed credit is due to some merger issues with GENERAC. Finally, I've attempted three times to post my objective review of the equipment and the deceptive return policy/cost on DR's website, but DR has not published my review nor explained why it has not been published.

Failing to ship a confirmed order placed November 8th 2019.
The bigger problem is that I have ordered and received almost
$2500 worth of equipment and accessories that I can’t use because they won’t
Ship the other accessory on this order. They have said about six times that it will ship
In next few days by it never does. It has been two months now I’m requesting your help
In getting this resolved

Parts ordered were returned with authorization and delivered by UPS with verification on 11/5/2019, signed by ***. Two refunds in the amount of $23.72 and $106.79 are long overdue per the company's advertising and instructions for handling same. The company has attempted to repost the refunds to my *** account twice as charges, not credits. *** declined both transactions. The company is grossly overdue in processing the refunds to me. I note that the company has numerous complaints on *** of a similar nature.

I have spent hours on the phone with their customer service staff explaining the problem and in each instance (six weekly follow-up calls to date), I was told that a message was sent to accounting (***) and I would be contacted as soon as a response was received on status. I was also told on two calls that the matter had been referred to a supervisor.

Again today, charges are pending on my *** account instead of credits. Their incompetence in processing refunds for authorized returns is absolutely unacceptable.

I've returned an item within the proper frame time for a refund. I paid upfront for the shipping requested and abide by all return rules.
The web site states the refund would be given upon receipt of item/s.
Called 3 times about refund to no avail. C.S. rep today said there are notes stating the same. No one can tell me when it will be released.
There is no supervisor to speak with, I'd have to leave a request for a call back. ( suppose I a m not home????)
There is no number for the warehouse, where the person sits who is in control to release my refund, ( *** stated that) he has to email them.
Now we have to hope the email is read and responded to.
The item was rec'd on 11.22.19 returned.
I paid 127.00 to return it.
Called 3 times trying to inquire about this..one time I sat in a phone cue for 32. minutes

I ordered this snow plow on Oct 2, 2019. DR's online material said it would be shipped in 3 days. No acknowledgement until Oct 15, when I received an invoice. Some days later I received 1 part of the order, the hitch, from *** Maybe 2 weeks after that I received 2 more boxes. (I was never told what to expect.) In the 2nd week of Nov I began to assemble the snow plow. Only after completing much of the assembly did I discover critical parts were missing. I called DR. The technician I spoke with disputed the number of the parts, even though photos showed plainly there were two, not one. I called the next day and spoke with ***. He agreed there were two and said (and wrote) that the hardware was on its way and that the parts would be shipped on 11/27 and arrive within a week. When I didn't receive them, I called again and spoke with "***," who said she was contacting their shipping dept, from whom I'd hear the next day. I've never heard. In the meanwhile there have been two snowfalls here in ***, one of 5-6". We were marooned owing to our long steep driveway.
This company is not only appallingly inefficient, they are indifferent to service and finally mendacious--about shipping dates, about assembly, and about promises of correcting their mistakes.I ordered from DR because for many years I was a loyal customer. I did not know that they had been bought out by ***.

This is the worst company I’ve ever had to deal with. It is a dystopian nightmare of incompetence. I’ve wasted a dozen hours on the phone with them trying to return and refund. They refuse to use email. Hold times on their service line are usually a 45 minute wait to get a person. After a month and a half, they shipped the wrong product to me in a damaged box. Hours on hold trying to correct the situation. Now they’ve had the return verified for almost a month and they can’t confirm that I’m getting a refund or when, after three weeks of waiting I call to find out they were planning on giving me an exchange instead of a refund because they have no record of my last 45-minute call.

Beware of this company. They are awful.

I had been fighting to get my money back for a month on a returned faulty trimmer, and DR did not return my money until my bank filed a dispute almost 30 days after they received the faulty unit. I got the self propelled trimmer/mower and 15 minutes into its use it started smoking from the transmission area. Piece of junk. I then made the mistake of ordering a beaver blade kit for the non-self propelled unit I bought, and they knew what unit I needed it for and they still sent me the wrong one. What incompetence! Then they sent me the right kit and it was missing a needed part and had 2 extra bolts. More incompetence. With the nearly 2 months of issues they were refunding me the kit price in an attempt to make up for it, but again it is a fight to get my money back. It has been at least a week since I was told I would get a refund, and now today I was told it would be another 7-14 days before I get my refund. It takes seconds to move money in 2019, why does it take many weeks for this company to refund money. If I could rate this company with -10 stars it would be more appropriate than 1 star. I will never buy anything from this company again.

I was told that I would get a complete refund for a part that I had waited 6 weeks for. Every time I call I get another story about it is going to take another 5 days to process! I have asked to speak to a manager and I get the same answer from the customer service person, my manager will tell you the same thing! But I have yet to speak to a manager!! They claim they gave me a credit, yet my credit card shows they have not! I just called and they said they will issue a credit, again 3-5 days.

Purchased power equipment yard with a one-year complete refund policy return to the system before the year ended and have now been waiting over six months for Refund still paying on the credit card I have contacted the vendor at least six times now.

I returned a product to them in early September, which I have proof they received via UPS, and which they acknowledge receiving, but have yet to receive a refund. Have repeatedly called and emailed regarding this situation, and have received one email response promising a refund by Nov 5th. When I try to get through to their customer service extension, I get put on hold with no one answering. Have gotten through to a couple of people in their sales department who are unable to help me, and when I have asked to speak to a manager, they are never available and won't give me a name.
Having spent over $1000 on a yard implement I purchased from them, it is very frustrating when a customer service manager refuses to speak to you.

I returned a product to DR Power which they confirmed receipt of on 9/20/2019. I am due a refund of $112.33. As of today, 11/12/2019 (53 days later), I have not received my refund. I have called numerous times over the past two months to inquire about my refund and no one is ever able to resolve my issue. I have been told each time someone is working on it, but still the refund has not been received. They had no problem debiting my payment within hours of the order, but now seem to have an issue with refunding the money I am due.

Since August 2019 I have been waiting on a refund of a mower blade I returned. The return of the mower blade procedure was followed exactly. Dr P acknowledged the return of the mower blade. They have the mower blade in their possession. The mower blade was returned in the exact package it was sent to me in. It is November 11th.
To this point all I have received is excuses and delays in returning my money to me. If you are owed money and do not return that money there is a term for that. Beware of doing business. My next step is to dispute the charge on my credit card. I will offer a few more days before that step.
I was once a loyal and often returning customer. I have 3 products of DR. Power pre-*** acquisition.

On 7/24/2019 I placed an online order at *** for mower blades and height adjustment blocks thru the company parts portal. The height adjustment blocks were shipped and were the wrong parts. The mower blades have never shipped. I have made 6 calls to customer support with this company to have this resolved. They agreed to refund my purchase price for the wrong parts and the parts that I never received. Several weeks went by and no refund. I made more calls and finally on 10/08/2019 they issued a customer concession credit on my account and told me it would be 7-10 business days before my credit card would be credited. Today is 11/07/2019 and still no credit to my credit card. I just got off the phone with *** from customer service and he told me they are starting the process all over again. The total for this order is $54.21 which seems like nothing to a company of this size but is substantial for myself especially since the parts never shipped.

Ordered this trimmer/Mower on June 5th.
I tried to sign in to my account on your site. With your transition to a new system it was supposed to send an email to me. I have never received said email.
I have only used this at most a half dozen times. We reached the point we trusted this machine, and tossed the box. I love the lighter weight and no gasoline. When the battery needs recharge, it is time to take a break for me. That is important as we have 3+ acres, and used this to trim around the flower beds, driveway, deck and house Also the line seems to last a long time without breaking.
It now will not start. Push the Bail Bar Engage button, pull the bar down, it makes a click noise and stops. The head does not rotate at all. Battery is fully charged.
Tried everything customer service suggested, then on September 6th, took it into their dealer, ***, who said it could not be repaired. They had us claim the battery as they filed to have it replaced under warranty. So far nothing from DR regarding replacement of the machine.
On November 4th, tried to contact customer service at both *** and DR. *** said they were waiting for DR to call them back on the issue.
I have a $650 battery and no Pulse string trimmer motor.
NO I WOULD NOT DO BUSINESS WITH THIS COMPANY!

Equipment arrived with essential parts not included. Customer support could not even give me a place to buy the parts. Returned equipment, confirmed they received it and spent next 30 days on phone getting run around about where my money is. Customer service kept "talking with their supervisor" or "checking with accounting" about the status of the return promising to call back the same day...at least 4 times. Never got a call back. Average customer service wait time was 40 min before a human came on the line. Still trying to get my refund money after more than a month

Purchase DR Self Propelled Trimmer on August 22, 2019. Unit arrived damaged, handles all bent. Contacted customer service. They offered to send replacement handles and a $100 refund for my troubles. Upon receiving and installing the handles I then discovered the unit was manufactured incorrectly and would NOT operate as self propelled. The factory had installed the wheels/axles for the non-self propelled version. I contacted customer service to return the unit. After waiting almost three weeks for a response they sent a UPS return label. Unit was returned back to DR on September 20 - UPS tracking ***. Its over five weeks later and I STILL HAVE NOT RECEIVED my refund. I contacted customer service several times, only to be advised "it [the refund] doesn't look like it has started processing"

We purchased a log splitter from DR Power on September 4. It came without hydraulic couplings. The company couldn't tell us where to buy them because they were odd size couplings and no tractor retailer ever heard about this particular size.
We decided to return the splitter and after many phone calls we finally were issued a return number.
The return was recorded on September 17. Today is October 22 and we haven't received our money back yet. We called the company at least 6 times and every time they come up with different excuses, dates, and amounts. We were told that money was issued on Oct.1 and that it's bank's fault that they haven't posted the money. We called the bank and bank never heard or received money from them.
We called again, that time they changed a story and told us that it will take a few days since money was sent to a wrong account(!) We waited, called the bank again- nothing. Called DR Power again, the story was changed, promises made, money was reduced from original amount. Called again- different story, people answering the phones act clueless, blaming everything on account processing department. Called again last week, she promised absolutely that money will be in our account by Monday. Today is Tuesday, no money in sight, I called again. Today she said that return is being processed and she doesn't know why the person last week promised anything, since nobody knows how long it will take for money to be returned. I asked her if it will take a year or two and she said that it might, but hopefully not... I can't believe this place is still in business.